Returns and refunds policy

Last updated 1 August 2026. Applies to all orders placed on aldenandroe.com.

Return window

You may return any item within 30 calendar days of delivery. The date on the carrier's delivery scan is the date we use. Returns postmarked on or before day 30 are accepted even if they reach us later.

Orders placed between 15 November and 24 December have an extended window and can be returned until 15 January.

Condition required

Items must be:

• Unworn and unwashed, other than trying the piece on
• Free of perfume, deodorant marks, smoke and pet hair
• With all original tags still attached
• Not altered, hemmed or tailored

We inspect every return. If an item arrives outside these conditions we will contact you with photographs before making a decision, and we will return it to you at our cost if we cannot accept it. We do not charge restocking fees.

How to start a return

1. Email hello@aldenandroe.com with your order number and which items you are returning. One line is enough. You do not need to give a reason, though it helps us fix patterns.
2. We reply within one business day with a prepaid return label for US orders, or return instructions for Canada and the UK.
3. Pack the item with its tags, attach the label, and drop the parcel at any carrier location.
4. We confirm by email when it arrives and again when the refund is issued.

You can also return in person at the studio, 214 Mercer Street, Suite 3B, New York, Thursday to Saturday, 10am to 7pm.

Return costs

Original outbound shipping is refunded only when the return is due to a fault, a wrong item, or a cancellation of the whole order.

Refund timing

We inspect returns within 2 business days of arrival and issue the refund within 5 business days of that inspection. Refunds go to the original payment method. Depending on your bank or card issuer, it can take a further 3 to 5 business days to appear on your statement.

If you paid partly with a gift card, the gift card portion is refunded to the gift card and the remainder to your card.

Exchanges

The fastest route is to place a new order for the size or colour you want and return the original for a refund. That way the piece you want is reserved immediately rather than waiting on the return to arrive.

If you would rather do a straight swap, say so in your return email. We hold the replacement for 10 business days while your return is in transit and ship it as soon as the return is scanned by the carrier.

Faulty, damaged or wrong items

If something arrives faulty, damaged in transit, or is not what you ordered, email us a photograph within 7 days of delivery. We will send a replacement or issue a full refund including all shipping costs, whichever you prefer. You will not be asked to pay anything.

For manufacturing faults discovered later, we repair anything we made free of charge for the first two years from purchase. Send it to the studio with a note describing the fault.

Exceptions

The following cannot be returned:

• Pierced jewellery, for hygiene reasons. This is stated on the product page before you buy.
• Items altered or tailored after delivery.
• Gift cards, which are non-refundable but never expire.

Everything else, including sale and final-run pieces, is returnable on the standard terms above.

Your legal rights

This policy sits alongside your statutory rights and does not replace them. Nothing here limits your rights under applicable US federal or state consumer protection law, or, for UK customers, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

If you believe a return has been handled unfairly, email hello@aldenandroe.com with the subject line "Return escalation" and a founder will review it personally within 3 business days.